Good morning all!
This is more of a process question on how others out there handle these
types of requests. Here's a brief description of our environment and
how we handle it today.
We have a "Remedy Group", that consists of myself, 2 Help Desk
supervisors and our manager. We have HD as we
ry 18, 2007 6:25 AM
To: arslist@ARSLIST.ORG
Subject: How do others handle CTI and Assignment requests?
**
Good morning all!
This is more of a process question on how others out there handle these
types of requests. Here's a brief description of our environment and how we
handle it today.
pport to a new group
and/or application.
Rick From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hardy, Patrick
Sent: Thursday, January 18, 2007 6:25 AM
To: arslist@ARSLIST.ORG
Subject: How do others handle CTI and Assignment requests?
**
Good morning all!
/helpdesk/
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, January 18, 2007 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do others handle CTI and Assignment requests?
**
FOUR THOUSAND CTIs? Does that seem large
quest System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, January 18, 2007 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do others handle CTI and Assignment requests?
**
Not really, considering the number of separate teams and users they have -
all of
: How do others handle CTI and Assignment requests?
**
You metioned that which was really my point, Chris - the usability of
menus that large. The burden of the user experience balanced with the
need for reporting criteria is often the main point of contention, isn't
it? And the users us
usually lose that one.
Rick
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, January 18, 2007 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do others handle CTI and Assignment requests?
**
Not really, cons
? And the
users usually lose that one.
Rick
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Thursday, January 18, 2007 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do others handle CTI and Assignment requests?
**
Not really, cons
We were in the same boat with over 4K of CTI's
We started with the white paper Remedy had on their web site.
Then we reviewed our existing CTI's loooking for ambiguos, and duplicate
entrys.
We started with 10 Cat 1's, and worked from there.
Stressing that the CTI describe the issue, not the solu
Have any of you having these large number of CTI's tried modifying the
SHR:Categorization form and adding a Assignee Group field and then modifying
the workflow beneath so that you can restrict the groups to their relevant
CTI's? I've done it at a site and it works pretty well so instead of a Ca
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